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HAKOM sukladno članku 27. Zakona o regulaciji tržišta željezničkih usluga i zaštiti prava putnika u željezničkom prijevozu (NN br. 104/17) provodi redovito savjetovanje s predstavnicima korisnika usluga željezničkog prijevoza putnika.

Stoga Vas molimo da ispunite anonimni anketni upitnik na poveznici:
Savjetovanje s predstavnicima korisnika usluga željezničkog prijevoza putnika

Anketni upitnik će biti otvoren za ispunjavanje do kraja studenoga 2024. godine.

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IZBORNIK
Electronic communications

Service Interruption (Fault) in Fixed Network

By entering into a contract for services in a fixed network, the operator has undertaken to provide a service quality that is in accordance with the agreed terms. In the event of technical disruptions or interruptions to the service, it is necessary to contact your operator in writing (by mail, email), at the operator's branch office, or by phone call. The operator is obligated to provide you with the means to track the status of the reported fault at any time through telephone and/or electronic means, using a unique fault identifier.
 
In the event of a complete service interruption that is the responsibility of the operator, the operator is obligated to: 
  • Notify you within 3 days of reporting the fault about the time and manner of fault resolution 
  • If due to a technical issue and/or reduced service quality that the operator hasn't resolved within 24 hours from the fault report, you were unable to use the service, the operator must reduce the monthly fee or compensate you in another way, with your consent, for the days you couldn't use the service 
  • If the fault is on the assigned equipment (e.g., modem), and the operator hasn't resolved it within 5 days from the fault report, you have the right to terminate the contract without paying an early termination fee or the right to compensation for the untimely resolution of the fault 
  • All other faults must be resolved within 15 days from the fault report, and if not, you have the right to terminate the contract without paying an early termination fee or the right to compensation for the untimely resolution of the fault
 *The compensation amount for untimely resolution of the fault is 30.00 euros per day, for each commenced day of delay until the fault is resolved, payable for a maximum of 15 days of delay. You need to submit a written complaint to the operator regarding the service quality, along with a request for contract termination or compensation. 
  • If the operator hasn't resolved the fault within 45 days from the fault report, regardless of the compensation paid, you have the right to terminate the contract without paying an early termination fee 
Important to Know!
 
You do not have the right to compensation for the untimely resolution of a fault if the delay is caused by force majeure, the user's fault, or actions of a third party preventing access to infrastructure and/or the network for the purpose of resolving the fault, provided that the operator has previously taken all necessary actions in a timely manner to access the infrastructure and/or the network